If you’re the Health and Human Services agency, your top priority is healthy, happy constituents. Faced with transportation management issues, our Midwest state government client needed a way to enable county agencies to effectively book and manage rides for health-needy customers.
Through a series of workshops, Concord uncovered a crucial system flaw. With ridership approval needed at the state health and human services level and over 300 service vehicles managed at the county level, quick cross-communication was essential. More often than not, however, communication lag occurred and the frequency of requests was more than the state had capacity to handle. This left needy riders to seek alternative means of transportation, while service vehicles ran empty.